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SugarCon speaker reveals 10 reasons why social CRM projects fail
Culture issues and lack of compliance policies are just two of the factors that work against social CRM, according to one speaker at this week's SugarCon conference. Social CRM Strategy
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Tying loose ends to improve the customer lifecycle
Businesses should improve the internal sharing of information to get a full view of customers, according to Ventana Research analyst Richard Snow. Tip
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digital CRM
Digital CRM is the use of multiple electronic communications channels and technologies to enhance customer relationship management (CRM). The digital approach to CRM is more interactive than the traditional model but also automates many interactions ... Definition
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bees algorithm
The bees algorithm is a method of problem solving that mimics the behavior of honeybees to find the optimum solution. Based on the behaviors bees employ to search and prioritize, the algorithm is a classical example of swarm intelligence, in which ma... Definition
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Mobile engagement at Krispy Kreme: Clever sensors ping doughnut lovers
Easy-to-use apps that are designed specifically for mobile devices are a great way to engage customers. Just ask the folks at Krispy Kreme. Feature
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Tie contact center and IT for strong customer experience management
The contact center and IT are often worlds apart, and the customer experience suffers as a result. But industry observers say a few simple principles can change all that. Feature
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Improving customer experience management across channels
Read this expert e-book to uncover why customer experience management (CEM) technology is the key to improving customer satisfaction and learn how to provide a consistent customer experience across all communication channels through a comprehensive C... E-Book
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Gartner: Social media revenue soaring despite moderate user increase
IT analyst firm Gartner predicts social media companies will take in nearly $17 billion in revenue this year. News
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Oracle ties social, CRM, analytics products to customer experience
Oracle is bringing together its many social, analytic and CRM acquisitions under a new customer experience management product strategy. News
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Chatter growing louder, more call centers see value of social media
Attendees at the ACCE call center expo say they’re ready to engage customers through social media. News